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Knowledge and Productivity in Technical Support Work

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  • Amit Das

    (Nanyang Technological University, Singapore 639798)

Abstract

In this paper, we examine the process of technical support work and the role of knowledge in enhancing the productivity of such work. We develop the concepts of problem-solving tasks and moves to describe technical support work, while using call resolution time and problem escalation as measures of productivity. Using hierarchical log-linear modeling, we establish the link between problem-solving moves and productivity. We find that the mix of moves exercised in technical support strongly depends on the formulation of tasks by those requesting support. Because the formulation of tasks is performed by users, knowledge management initiatives must target users as well as support providers to have the desired impact on productivity.

Suggested Citation

  • Amit Das, 2003. "Knowledge and Productivity in Technical Support Work," Management Science, INFORMS, vol. 49(4), pages 416-431, April.
    • Handle: RePEc:inm:ormnsc:v:49:y:2003:i:4:p:416-431
    DOI: 10.1287/mnsc.49.4.416.14419
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    References listed on IDEAS

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    Cited by:

    1. Yildiz, H. Emre & Murtic, Adis & Zander, Udo, 2024. "Re-conceptualizing absorptive capacity: The importance of teams as a meso-level context," Technological Forecasting and Social Change, Elsevier, vol. 199(C).
    2. Peter H. Gray & Darren B. Meister, 2004. "Knowledge Sourcing Effectiveness," Management Science, INFORMS, vol. 50(6), pages 821-834, June.
    3. Natasa Gajic & Mehraz Boolaky, 2015. "Impact of Technical Support on Customer Satisfaction," SAGE Open, , vol. 5(4), pages 21582440156, October.
    4. Sinan Aral & Erik Brynjolfsson & Marshall Van Alstyne, 2012. "Information, Technology, and Information Worker Productivity," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 849-867, September.
    5. Dholakia, Utpal M. & Kahn, Barbara E. & Reeves, Randy & Rindfleisch, Aric & Stewart, David & Taylor, Earl, 2010. "Consumer Behavior in a Multichannel, Multimedia Retailing Environment," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 86-95.
    6. Linda Argote & Bill McEvily & Ray Reagans, 2003. "Managing Knowledge in Organizations: An Integrative Framework and Review of Emerging Themes," Management Science, INFORMS, vol. 49(4), pages 571-582, April.
    7. Alexandra Durcikova & Kelly J. Fadel & Brian S. Butler & Dennis F. Galletta, 2011. "Research Note ---Knowledge Exploration and Exploitation: The Impacts of Psychological Climate and Knowledge Management System Access," Information Systems Research, INFORMS, vol. 22(4), pages 855-866, December.
    8. Youngsoo Kim & Ramayya Krishnan & Linda Argote, 2012. "The Learning Curve of IT Knowledge Workers in a Computing Call Center," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 887-902, September.
    9. Stefano Brusoni & Lorenzo Cassi, 2007. "Re-Inventing the Wheel: Knowledge Integration in Fast-changing Environments," KITeS Working Papers 209, KITeS, Centre for Knowledge, Internationalization and Technology Studies, Universita' Bocconi, Milano, Italy, revised Dec 2007.
    10. Hosein Rezaie Dolatabadi & Ali Hoseini & Hamed Derakhshide, 2012. "Analyzing the Influence of Computer Capabilities and Knowledge Sharing in the fulfillment of Information System," International Journal of Learning and Development, Macrothink Institute, vol. 2(4), pages 155-169, August.
    11. Sukruth Suresh & T. Ravichandran, 2022. "Value Gains in Business Process Outsourcing: The Vendor Perspective," Information Systems Frontiers, Springer, vol. 24(2), pages 677-690, April.

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